Disputing Fraudulent Transactions or Merchant Errors

In rare situations, you may see a transaction that the cardholder does not recognize. This could be a fraudulent transaction, where a True Link Visa® Prepaid Card is lost or stolen and used by someone else. Another example is a merchant error, where they charge the incorrect amount or double charge for one item.

We take pride in protecting customer funds and thoroughly investigate any suspicious activity or incorrect transactions.

In this article, you'll learn about fraudulent transactions and service errors.

Fraudulent transactions and merchant errors

A fraudulent transaction occurs when someone either attempts to or is successful in making a purchase using the Card that a cardholder did not authorize. If you see a suspicious transaction (e.g., an uncharacteristic charge attempt for the cardholder, a charge that occurred in a different area from where the cardholder lives) or if the cardholder identifies a transaction they did not make, we recommend closing the Card and ordering a replacement from the Account tab of your online dashboard. This is the best way to protect the cardholder's funds and ensure that no further unauthorized activity can occur.

Merchant errors can also occur, which can include:

ATM malfunction, including an ATM that did not distribute funds despite funds being debited from the account, or an incorrect ATM disbursement amount.
Incorrect transaction amount appearing on the account statement versus the transaction amount confirmed (e.g., the amount charged differs from the amount shown on the purchase receipt).
Duplicate transactions appearing on the account statement, when only one purchase was made.

Disputing Fraudulent Transactions

STEP 1: Deactivate and close the Card

Once you or the cardholder identify fraudulent activity on a Card, it is first necessary to deactivate the current card.

Option - 1 - Online dashboard: We recommend closing the Card and ordering a replacement from the Account tab of your online dashboard. This is the best way to protect the cardholder's funds and ensure that no further unauthorized activity can occur.

Option - 2 - Automated Phone System: Cardholders or administrators can call 1-800-299-7646 to deactivate the Card through True Link’s 24/7 automated phone system.

Press 5 to report the True Link Visa Card lost or stolen.
Enter the last 4 digits of the Card number.
Enter the 4 digits of the year the cardholder was born.
Enter the last 4 digits of the cardholder’s Social Security number.
Press 1 to report the Card as lost or stolen. This will deactivate the card.

Option 3 - Customer Support: Contact our Customer Support team to request that the card be closed and a replacement card ordered.

Once the card is deactivated, email support@truelinkfinancial.com or call our Support team at 1-877-264-8783 to initiate a dispute.

STEP 2: Initiate a dispute

In order to file a dispute for fraudulent activity, our team will need both the card to be closed, and the following information and responses:

The cardholder’s email address.
- Please note, the cardholder's email will not be used for communication about the account. Providing the cardholder's email address may enable our Disputes Team to work with a merchant to locate and cancel an account that the cardholder may have inadvertently created.
A list of the disputed transactions.
Did the cardholder make or authorize the transaction(s)?
Did the cardholder authorize anyone else to use the card?
What date were the fraudulent transaction(s) first noticed?
Does the cardholder have the card in their physical possession? If not, what date was the card first noticed to be lost or stolen?
Was the PIN stored written on or kept with the card?
Has the cardholder attempted to contact the merchant(s)? If yes, what was the outcome?

Once we receive this information our team will be able to submit a report to our Disputes team for further investigation.

We will let you know the results of our investigation. If our investigation supports the dispute claim, the cardholder may receive a partial or full refund of the funds lost.

If you have any questions, please don’t hesitate to contact our Customer Support team.

Disputing Merchant Errors

Once you or the cardholder identify a merchant error, please email support@truelinkfinancial.com or call 1-877-264-8783 to initiate a dispute claim. We will first ask you to confirm which scenario best describes the merchant error:

The card was charged the incorrect amount.
Merchandise or services were paid for twice, once with the True Link Card and with another form of payment.
The merchandise/services were not received.
A recurring payment was canceled and the card was still charged.
Merchandise or services were canceled and the card was still charged.
Merchandise or services were defective or not as described.
A refund credit (or deposit) was processed and has not landed on the card.

Once we receive this information we will follow up with additional questions specific to the reported issue and initiate a dispute claim once we have the requested information. Please save all documentation and receipts related to the disputed transaction. This may include the original sales receipt(s), ATM receipt(s), proof of return or cancellation, and any correspondence with the merchant acknowledging the error. This documentation will help us resolve the issue more effectively.

We will let you know the results of our investigation. If our investigation supports the dispute claim, the cardholder may receive a partial or full refund of the funds lost.